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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Rs 5 - 12 Lakh/Yr |
| Industry | IT - Hardware / Networking |
| Functional Area | Networking |
| EmploymentType | Full-time |
Role Description:- The candidate would be at an L2 level in a TAC environment- Deliver high-quality technical assistance for Network & Security Manager (NSM), Security Analytics (JSA) and JUNOS Space network management software.- Provide hardware and software technical support, including configuration assistance and troubleshooting of devices and other peripheral networking equipment.- Document and reproduce customer related networking problems and escalate the case to L3 for timely resolution.- Be a customer advocate for documentation, timely resolution of issues, for problem reproduction and escalation.- Be a mentor to L1 and newly hired support engineers in the team.Engineer Primary Responsibilities and Duties:- Troubleshoot all Level 2 Calls/ Cases logged by customers.- Ensure consistent customer satisfaction.- Document all communication with customers in the CRM.- Notify/Discuss with TL/Manager on tickets that require assistance.- Timely handoff ( escalation) of cases that require technical escalation to L3 TAC.- Plan and constantly work on upgrading tech and product expertise.- Contribute to the knowledge base/ Tech ForumCriteria:- The Ideal candidate will be an Engineer, who is a self-starter, with excellent interpersonal, communication, documentation, problem solving and troubleshooting skills.- 5+ years- experience in configuration and troubleshooting high-end networks and security appliances, Network Security and Networking- Debugging hardware & software system level problems in a multi-vendor multi-protocol network environment.- Excellent troubleshooting skills and experience in log analysis and RCA (Root Cause Analysis)- Quality focus, result & goal orientation in a group situation, and commitment to customer delight are a must.
Keyskills :
amp debugging quality system security crm cases who networking software support troubleshooting case devices tech ootcauseanalysis